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diy solar

Run from Signature Solar!!!

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chadwick20021 said:
I certainly wish I had read reviews before I wasted days placing an order with Signature Solar. My problems with this company mirror everyone else's. The problems everyone is having with this company are very consistent. It all boils down to horrible customer service and customer care. After my $12,000 paid-for-order was cancelled without even a phone call, I spent hours talking to various managers and personnel. NO ONE followed through with what they told me. Upper management would not even take my calls. Now, I can't get anyone to even answer the phone.

I offered to drive there personally, pay in cash and pick up my order. The customer service manager I spoke with Taylor Phillips said he would call me back the next business day. It's been 3 weeks and no call.

My advice is to avoid this company at ALL costs. Spend your money with a company that truly cares about its customers and wants to earn your business. Signature Solar is NOT that company!
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I think they are still acting like its a garage operation.
 
I think they need to figure out the in-house stuff so people stop complaining on forums.
1) It is bad publicity
2) Forums should be a last resort
3) While @SignatureSolarJess is doing a good job here, it could very well mean others there are not and she's getting loaded down with other people's work they should have done right in the first place. Although, maybe she was hired to be the online fire extinguisher ¯\_(ツ)_/¯
 
Steve_S said:
3 strikes, you're out.
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When it comes to a business I use the fool me once fool me twice adage.

Second time it was all my fault for thinking repeated actions would have different results. After that it’s insanity or Stockholm syndrome to continue if other options are present.

As for SS. Ive not personally dealt with them. If there are a lot of complaints on the net well that’s usual. Customers want to be heard. They will try thru all available outlets. The more they care about a product, service, or company the more vocal they will get trying to “fix” it.

If it wasn’t broken somehow somewhere then it was performing ad expected and it really has to be special to get them to say “wow” or they are likely compensated for their words.

Not to say there aren’t honest reviews and discourse about things. That indeed is what I think most of us are here for to begin with. But when thrulls hum and trolls scream there is usually something that started the noise.

I think it is good that at least the take the time to monitor a forum that is related to but independent of thier business. Even if it is ab individual based cookie cut response at least they cared enough to give it.

Sometimes things happen. Now more than ever in life. There seems to even be a shortage of hands aboard to deal with it when it is time. Thats when a deep breath, calm tone, and rational logical discussion usually comes in handy since most people have had their fill of screaming rants in life.

Whe got you tube for that.

I do agree as well. A business doesn’t just cancel things willy nilly most times. They are in it to make money.

There is times when I’ve given both the product and the money just to make things right. It wasn’t 12k worth of product but im sure there is more to the story for sure.


I appreciate this forum. So far it is the best education source I’ve found. I also appreciate that there are a number of companies that also monitor this forum. It shows they care about their reputation.
 
chadwick20021 said:
After my $12,000 paid-for-order was cancelled without even a phone call, I spent hours talking to various managers and personnel. NO ONE followed through with what they told me. Upper management would not even take my calls. Now, I can't get anyone to even answer the phone.
Click to expand...

What does "paid for" mean?

Do they have your money, or do you have your money?

chadwick20021 said:
I certainly wish I had read reviews before I wasted days placing an order with Signature Solar.
Click to expand...

If you have your money, you get to do a do-over. Nothing lost except days. Unless you were on a schedule to depart on a round the world sailing venture, or a flight to Mars, or you have a deadline to install due to net metering plan deadlines, just consider yourself forewarned and select a new vendor people are happy with.

What did you order?
 
SparkyJJO said:
I think they need to figure out the in-house stuff so people stop complaining on forums.
1) It is bad publicity
2) Forums should be a last resort
3) While @SignatureSolarJess is doing a good job here, it could very well mean others there are not and she's getting loaded down with other people's work they should have done right in the first place. Although, maybe she was hired to be the online fire extinguisher ¯\_(ツ)_/¯
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There are literally over 60,000 in house transactions every year, this place is a 1% boil-over, over 250 people at EG4 and SS are doing their jobs pretty well every day. When "things go wrong" Jess is the firefighter, sometimes people want to gain leverage and represent things on a forum their way, sometimes we had a crack in the system we need to learn from and almost all times we learn from the exchange in some way. Nothing Jess cleans up goes without process improvement discussion internally.

I know any PR firm would have told SS to run from places like these because it creates a reward loop for negativity which amplifies a smear culture against us, but I firmly believe in a feedback-driven company and that all feedback good, bad or mixed faith is valuable.
 
Whether your company runs from this place or not isn’t relevant.

It’s not a loop. There are customers complaining and the community is forming an opinion about your company’s business practices.

Other companies seem to be able to avoid this issue. Except for Big Battery.

You are not doing us a favor with your presence or the general responses. These have worn thin over the years.
 
chadwick20021 said:
I certainly wish I had read reviews before I wasted days placing an order with Signature Solar. My problems with this company mirror everyone else's. The problems everyone is having with this company are very consistent. It all boils down to horrible customer service and customer care. After my $12,000 paid-for-order was cancelled without even a phone call, I spent hours talking to various managers and personnel. NO ONE followed through with what they told me. Upper management would not even take my calls. Now, I can't get anyone to even answer the phone.

I offered to drive there personally, pay in cash and pick up my order. The customer service manager I spoke with Taylor Phillips said he would call me back the next business day. It's been 3 weeks and no call.

My advice is to avoid this company at ALL costs. Spend your money with a company that truly cares about its customers and wants to earn your business. Signature Solar is NOT that company!
Click to expand...
Can you post your order receipt without personal details? When did you send your money out and when did you get it back? Do you have call logs to share here of them not answering? Who did you talk to exactly?
 
It's a tricky one, isn't it...

SignatureSolarJames said:
but I firmly believe in a feedback-driven company and that all feedback good, bad or mixed faith is valuable.
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... totally agree with that. Feedback good or bad is needed for any successful company.

SignatureSolarJames said:
it creates a reward loop for negativity
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... that was my point in post #9, especially if the 'complainant' is a first time poster here, rather than a regular who happened to have an issue with xyz company.

Bluedog225 said:
You are not doing us a favor with your presence
Click to expand...
... but if you look on the forum without logging on you will see SS are an advertiser on here, with banners on the top and bottom of every single thread page. So they are doing us a favour by helping pay for the site.
 
I believe we have identified OP. The mentioned SS employee was able to identify the customer by the comments in his post matching up with the experience he had with a customer recently. We also have very few cancelled orders and only one for in the price range mentioned.

@chadwick20021 We cannot be 100% sure without response, however, under the assumption that you are the customer we believe you are, the transaction was flagged as potentially fraudulent and cancelled due to no response. In these cases where we don't receive any response to emails or calls, it becomes challenging for us to proceed with processing the order. Just to give you some context, we make several attempts to reach out, as you've likely experienced.
At a certain point, we have to consider the possibility of the transaction being associated with a stolen credit card, which is why we exercise caution. I want to assure you that we don't take this lightly, and it's not our intention to create any inconvenience. We understand that sometimes, legitimate orders can slip through the cracks, and we're actively looking into ways to enhance our filters to prevent that.
If there's any chance you can get in touch with us or provide additional information, we'd be more than
happy to assist further. We're committed to resolving this and appreciate your patience as we investigate the matter thoroughly. Rest assured, we will make every effort to get you back in line where you were before this incident.
 
Bluedog225 said:
Other companies seem to be able to avoid this issue
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Other companies probably aren't doing 60,000 transactions a year. 164 / Day. Of that 164 / day probably 1/2 don't know what they are doing and aren't willing to put in the time to learn on their own. Just look at some of the questions asked here and you might have an idea of what SS has to deal with. I agree there are legitimate complaints but I think a lot of SS support time is answering questions and solving problems they shouldn't have to deal with.
 
Bluedog225 said:
Whether your company runs from this place or not isn’t relevant.

It’s not a loop. There are customers complaining and the community is forming an opinion about your company’s business practices.

Other companies seem to be able to avoid this issue. Except for Big Battery.

You are not doing us a favor with your presence or the general responses. These have worn thin over the years.
Click to expand...

While the attitude is a fair target over time (and we are becoming more robust in scale of people served and variety of problems prepared for) your expectations do not match the reality of a new generation of users trying to do and learn what it takes to get power independence within months of finding out what a volt is.

There is zero chance that this will not be a feedback heavy process, we are the run-away leader in this space in terms of volume and frankly we mostly help people who are doing something they have never done before. if this was selling plywood and studs you'd be right.

Again, definitely fair target, not realistic at this stage of DIY off grid adoption and product evolution
 
SignatureSolarJames said:
the reality of a new generation of users trying to do and learn what it takes to get power independence within months of finding out what a volt is.
Click to expand...
You have customers who know what a volt is ? :eek: Maybe if you count @Hedges and @RCinFLA as your customers? ;)

A long time ago, just after the electron was discovered, I got a degree in electronic engineering and still can't get my head around whether it's an electromagnetic force, an electrochemical or a galvanic potential let alone whether it should be measured in terms of emf, ohms, the Josephson junction or the elementary charge... which I think had something to do with Planks constant, but I've forgotten all that now :(

So I just pretend that it's like water pressure - worked for me for 30+ years ?
 
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